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File #: 2020-199    Version: 1 Name:
Type: Consent Status: Agenda Ready
File created: 3/23/2020 In control: City Council
On agenda: 4/21/2020 Final action:
Title: CONSIDER APPROVAL OF SOFTWARE LICENSE AGREEMENT WITH ZOHO CORPORATION FOR PURCHASE OF MANAGEENGINE HELPDESK SOFTWARE (CITY COUNCIL)
Attachments: 1. Exhibit No. 1 - Quote #479024.pdf, 2. Exhibit No. 2 - Software License Agreement.pdf
Date Ver.Action ByActionResultAction DetailsMeeting DetailsVideo
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Report to Mayor and City Council
Tuesday, April 21, 2020
Consent


SUBJECT:
Title
CONSIDER APPROVAL OF SOFTWARE LICENSE AGREEMENT WITH ZOHO CORPORATION FOR PURCHASE OF MANAGEENGINE HELPDESK SOFTWARE (CITY COUNCIL)

Body
I. SUMMARY

The Information Technology Department (ITD) is seeking approval to purchase IT Helpdesk software that will enable City staff the ability to track their support requests and ensure the improvement of service levels. Improved helpdesk management, inventory control, reporting, and remote management. The cost for this software, annual maintenance, and support agreement does not exceed the amount required for City Manager approval; however, since the agreement is not in the standard City Attorney approved contract form, City Council approval is being sought.

II. RECOMMENDATION
Recommendation

TAKE the following actions:

1. APPROVE the attached Software License Agreement with Zoho Corporation ("Agreement") for purchase of the ManageEngine Service DeskPlus Software and related Maintenance Support for $16,872.00 (Exhibit 2); and

2. AUTHORIZE the Mayor to execute the Agreement upon approval as to form by the City Attorney.


Body
III. ALTERNATIVES

TAKE any other action the Council deems appropriate.

IV. BACKGROUND

The City staff currently uses an in-house helpdesk system that was created over 10 years ago by the City's Web Developer. It is not intuitive enough for City staff or IT personnel to easily track or create reports on requests (tracking, late, users, hardware, etc.) that can improve the Service Levels. ITD is in need of a more comprehensive helpdesk and asset management software that ManageEngine, by Zoho Corporation ("Zoho"), can provide. ITD is seeking to purchase the ServiceDesk Plus Professional Edition that would provide the following:
* Help Desk Management - Currently, all requests come in through the email system and is very difficult to monitor, manage, and maintain. The proposed software would provide help desk...

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